Technical Support Representative - French Speaking

Role Description

At Dashlane, you will:

- Respond to customer questions rapidly and clearly - this entails inquiries related to Dashlane's product, customer accounts, billing, and how to make the most of Dashlane.

- When required, provide dedicated technical support to French-speaking customers via inbound/outbound calls, handling escalations, and assisting Customer Success Managers.

- Take ownership of solving a wide range of customer problems through email, calls, and other channels as needed by providing effective probing and troubleshooting.

- Comply with and suggest improvements for ticket categorization and issue identification guidelines. You play a significant role in sharing relevant feedback with the product team and, hence, shaping the Dashlane product.

- Test and reproduce issues to troubleshoot and help Dashlane’s Product and Engineering teams identify and fix bugs.

- Handle escalation of complex or sensitive cases that cannot be resolved by our level 1 team, and help identify coaching/training opportunities from working on escalated cases.

- Provide support to our Level 1 agents through designated channels, such as Team Support, for topics requiring more in-depth knowledge of our product and procedures.

- Primarily focused on B2B customers, you will provide direct support through specific queues, with shorter SLA, like the White Glove queue.

- Handle inquiries and issues through screen share sessions scheduled by B2B admins in real-time or through our callback system.

- Assist with training and development of Level 1 agents on product knowledge, internal processes, tools, quality and best practices.

- Contribute to the voice of our customers by raising their concerns or new feature requests/feedback to our Product and Engineering teams.

- Work closely with the Level 3 support team to improve overall product knowledge and escalate complex issues requiring their Support.

- Collaborate with the Customer Success team, co-hosting webinars for our Admins, and plan members.

- Assist and backup with Level 1 tasks and support enablement initiatives as needed.

To accomplish the above, you will work cross-functionally with different teams, including the Enablement, Sales, Customer Success, and Tools teams.

This is the perfect role for someone who already has a strong background or relevant experience in technical support and has worked in customer-facing roles before.

Main Requirements

Requirements:

- At least two years of experience in a Level 2 (L2) Technical Support role, with a strong focus on supporting business-to-business (B2B) customers, preferably within a SaaS or technology company.

- Excellent spoken and written English, as this will be the primary language for team collaboration and for handling the majority of support requests.

- Professional fluency in spoken and written French is mandatory to provide technical support for specific cases involving our French-speaking customers.

- Experience handling different support channels such as phone, email, chat, and screen shares with customers to solve complex business/technical issues. You will be expected to handle support requests in both English and French.

- You're quality-driven with a passion for creating extraordinary customer experiences while being able to help your team achieve efficiency and productivity objectives.

- You're experienced in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the product/development team, and resolution.

- Experience working and interacting with technical teams like developers/engineers and QA.

- Experience working with customer support platforms such as Zendesk, Salesforce, etc.

- Experience working with a Sales and/or Customer Success team.

- Experience in troubleshooting technical issues that can arise on web applications, mobile applications, local software, and web extensions.

- Experience troubleshooting Browser issues, including collecting browser logs using HAR files and the browser Console.

Nice to have:

- Experience working with Gitlab and Confluence

- Experience working with KIBANA (know how to interpret and read logs)

- Comfortable presenting to a wide audience

- Experience with Active Directory IdP/SSO (Okta, Azure, G Suite)

Perks

- Flex Benefits - allocate a monthly amount to a pool of benefits

- Health insurance covered by Dashlane

- 5 extra vacation days each year, plus your birthday off

- Company wide well-being days (one per quarter)

- Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption

- Work schedule exemption - plan your work schedule in alignment with your manager

- Donation matching program - Dashlane will match your donations to organizations driving positive impact in historically marginalized communities

- Access mental health services through Spring Health, available for you and your family members

- Team building & social events - weekly lunch in the office and monthly happy hour and much more